Client Satisfaction

Tuesday, November 16, 2010

Client satisfaction is taken very seriously at Gladney. But what organization doesn’t say that ? Just over 2 years ago, we upgraded our approach to assessing client satisfaction by engaging an outside firm to survey our clients several times a year.

We’ve learned a lot from this process. First and foremost, we mainly have very satisfied clients, who are likely to recommend Gladney to a friend. This is quite gratifying. And no, we don’t hand them a survey minutes after they’ve received placement of their baby or older child ! We’re not trying to game the system.

But the offsetting reality is that not everybody is happy with us all the time. We really scrutinize the survey data, seeking to uncover any systemic issues. What we’ve learned lately is that while we communicate often enough, Gladney should be the initiators of the communication more often.

Occasionally we receive feedback about the overseas experience, such as “my dinner wasn’t cooked quite right”, “the shower was cold”, “the internet connection was spotty”. To that, I simply say: Welcome to travel in the developing world.

Gladney strives to do our very best on the things over which we have control and we’ll never take the view that we have “arrived” with respect to client satisfaction. We’re always looking to improve. The adoption process, domestic or international, is an emotional one. At Gladney, we want to do everything possible to smooth the ups and downs, even providing hot water, a well-cooked meal and a reliable internet connection when we can !

National Adoption Month

Wednesday, November 10, 2010

November has always been one of my favorite months – the weather, Thanksgiving, football, although the football season is essentially over for me as a diehard Longhorns and Cowboys fan. I’m already looking ahead to March Madness and baseball’s Opening Day.

Back to another reason that I like November - it’s National Adoption Month ! At Gladney, we are celebrating in so many ways. It is a wonderfully intense month for us. The calendar seems to have multiple events every day. This was especially true last Sunday, which was Orphan Sunday.

Sunday evening, I had the opportunity to serve as keynote speaker for an orphan concert featuring Aaron Ivey and Bernie Calcote. Several hundred from the Christian community in Austin were in attendance and it was a wonderful night. I brought the average age up by 10 or 15 years. I wore jeans, of course, but I couldn't bring myself to untuck my shirt.

Here are my remarks. I hope you enjoy them and that you will respond to the Call to Action, if you haven’t already become involved in the orphan care movement.

Gladney's Values

Monday, November 1, 2010

Clear, well-communicated values reflect the convictions of an organization.

Gladney values INTEGRITY above all; is built on pillars of PASSION and DEDICATION; and is driven by COMPASSION for the vulnerable.

This may be a great statement, but it’s meaningless if we don’t walk the talk. Examples abound of corporations (and non-profit organizations) that say one thing and do another.

We do live these 4 values at Gladney. They empower our staff. They define our culture. They transcend, and even bridge, differences. They serve as a compass for us. They form the basis for the reputation Gladney has built over 123 years of service.

As I interact daily with my Gladney team members, I’m absolutely convinced that their personal values align in word and deed with these 4 organization values. I wish you all could wander the halls with me and witness how powerfully these values frame what we do each day at Gladney.